What You Should Know:
– Qualtrics, a leader in the experience management (XM) category, has announced a definitive agreement to acquire Press Ganey Forsta for $6.75B, payable in a combination of cash and equity.
– Press Ganey Forsta is a trusted global provider of experience measurement and data analytics, serving more than 43,000 clients, including 41,000 healthcare providers. This acquisition is poised to create the most complete AI platform specialized for customer experience, patient experience, employee experience, and market research.
A Strategic Move to Dominate the Human Experience (HX) Market
The combination of Qualtrics’ best-in-class technology and Press Ganey Forsta’s extensive specialized data, benchmarking, and healthcare expertise represents a key milestone in the adoption of AI. The shared vision is to improve the human experience (HX) by delivering better, more attuned products, services, and experiences.
- Technology Synergy: Qualtrics will accelerate the adoption and impact of its existing AI capabilities—including Conversational Feedback, Qualtrics Assist, and Experience Agents—by integrating Press Ganey Forsta’s trusted data and deep industry knowledge.
- Addressing AI Barriers: According to IDC, this investment directly addresses the biggest barriers to AI adoption: trust, relevance, and industry expertise, particularly addressing the growing frustration with generic AI that lacks sector-specific abilities.
Impact on Healthcare
The healthcare sector is a critical proving ground for this combined platform. Press Ganey Forsta is trusted globally by 41,000 providers in 30 countries to improve trust, quality, and safety. The addition of Qualtrics’ technology will enable healthcare providers to deliver patient and employee experiences that directly lead to improved health outcomes, as well as provider well-being, retention, and morale.
“At Intermountain Health, we’ve seen firsthand that when you put patients first, the results speak for themselves—better quality and safety outcomes, improved healthcare experiences, and measurable performance impact. We’re confident that Qualtrics’ investment in Press Ganey Forsta is a groundbreaking move for healthcare that will positively transform healthcare experience and quality for the future. Qualtrics and Press Ganey Forsta together have unique capabilities and expertise to scale this across the industry,” said Rob Allen, President and CEO of Intermountain Health.
